Best IVR systems for call centers in 2025: comparison in UAE

Table of Contents

Overview of Best IVR Software in the UAE Call Center Industry

The concept of IVR systems depends on developing a technology that provides a better customer experience to manage a large volume of calls. Here, the customers interact with premade prompts by pressing on the keypad buttons or verbally using the human voice. These prompts represent departments in the company or channels through which the customer can get the response, he’s looking for. The variety of industries and the vast choices available in the UAE business market led to the need for the IVR to be more customized for the business and tailored for the customers. It’s worth mentioning that in 2022, IVR represented 19% of the contact center as a service market share by function.

Best IVR System Providers in the UAE in 2025

As a rising technology in the UAE, it’s expected to be part of every business, regardless of size or industry. So, it’s common to find numerous providers in the software niche that deliver that kind of service. Here are the top 13 IVR systems providers in the UAE.

ZIWO

ZIWO is considered one of the Best IVR System Providers in the UAE. It is a Dubai-based communication SaaS company with a strong presence in the Middle East. Its cloud-based contact center solution has proven its efficiency and is used by most businesses in many niches. Companies quickly achieved customer satisfaction and retention with the help of the IVR system, as it has customizable features that customers have always wanted.

Learn More

Sprinklr

Sprinklr began its presence in the UAE in 2022, where it started hosting locally instead of using data centers in Europe or the USA. This provider’s IVR systems became part of many businesses' daily lives, including retail, financial services, telecommunications, travel and hospitality, and the public sector. Sprinklr’s global support teams, technical resources, and subprocessors support the data hosting process in the UAE.

Learn More

Maqsam

Another IVR system that businesses in the UAE know about is Maqsam’s. It includes suitable features companies might use to refine customer communication. The IVR menus and interface could be developed in only Arabic and English. Maqsam knows the importance of customer engagement, so they try to build tools that move along in the same direction.

Learn More

Callgear

Besides the traditional IVR features that Callgear provides to businesses, they offer call assessment and analysis features so the agents and supervisors can track the primary metrics. In addition to the basic voice communication channels, Callgear offers messengers to develop an omnichannel solution. Callgear contributes to reducing costs and making workflows a bit easier, the same as previously mentioned IVR solutions.

Learn More

3CX

Recognized for its standard PBX systems, 3CX’s technology supports both on-premise and cloud deployments. Its systems include features like video conferencing, live chat integration, and remote work support, which help companies operate communications and manage customer interactions.

Learn More

Genesys

Genesys is a cloud-based customer experience solutions. It has established its presence in the UAE by offering its Interactive Voice Response (IVR) systems for customer service and contact center operations. This approach aligns with the growing demand for advanced CX technologies in the UAE and across the Middle East, where the focus is on digital transformation and improved service experiences.

Learn More

Avoxi

Avoxi, a provider of cloud-based IVR and contact center solutions, has been active with businesses in the UAE through its voice solutions. This platform is designed to assist companies in operating customer experiences by directing calls to the appropriate agents. Recently, Avoxi introduced analytics tools and integration options for call quality and agent performance monitoring.

Learn More

Ameyo

Ameyo, a provider of IVR systems and customer engagement solutions, is slightly recognized in the UAE. It offers call center systems to enhance customer experience across various sectors. Ameyo’s presence in the UAE underscores its ambitions to expand within the GCC. It delivers standard contact center technologies that agree with the needs of businesses in the region to an extent. It’s worth mentioning that Ameyo helps companies manage customer interactions across multiple channels, from voice calls to messaging and social media.

Learn More

Voiso

Voiso, a provider of IVR and call center solutions, has been recognized in the UAE by offering cloud-based tools. They’re designed to manage customer experience and operate call handling. Its multi-level IVR system enables companies to handle call volumes while automating routine queries. Voiso’s platform is equipped with features such as CRM integration, conditional call routing, and technical support.

Learn More

Bevatel

Bevatel, a provider of IVR and cloud-based communication solutions, is slightly gaining traction in the UAE by offering a suite of services designed for business interactions and customer service. Its cloud call center solutions enable companies to handle calls through features like IVR, automated call routing, and live performance monitoring. Bevatel’s omnichannel capabilities reasonably interact customer engagement across platforms such as WhatsApp, social media, and SMS, unifying customer communication.

Learn More

Globitel

Globitel, a provider of IVR and customer experience solutions, has been establishing its presence in the UAE as part of its broader growth strategy in the Gulf region. Globitel has introduced technologies to telecom, financial services, and customer service sectors, focusing on managing customer interactions and digital transformation. The company has recently showcased its solutions at key regional events like GITEX 2025.

Learn More

Knowlarity

Knowlarity, a cloud telephony provider, operates in the UAE and offers IVR, contact center, and other communication solutions. With cloud-based capabilities, Knowlarity enables businesses in the UAE to manage high call volumes, integrate with CRM systems, and track customer interactions through real-time analytics.

Learn More

NICE

NICE, a provider for customer experience solutions, has established its business in the UAE by partnering with Etisalat Digital to bring its CXone cloud-based platform to the region. This collaboration aims to help businesses through digital transformation tools and enable customer engagement through self-service and contact center solutions. CXone allows organizations to offer acceptable experiences across digital and voice channels.

Learn More

Key Features of IVR Systems for UAE Call Centers

There are specific features businesses and users can not give up when choosing the right IVR system. In this part of comparing IVR providers in the UAE, we illustrate the features you should consider in addition to assessing these features.

A- Call Flow Customization

This feature is essential as it enables callers to reach the suitable department and the agent who can help them. Call flow customization ensures a seamless experience for callers with customer service, allowing them to achieve their goals in the least possible time. The excellent performance of this feature leads to correct routing and reduces the abandonment rate to nearly zero.

ZIWO

The call flow customization feature in ZIWO is well-regarded for enabling efficient and streamlined management of call center workflows, allowing users to tailor call flows according to specific business needs.

Sprinklr

The call flow customization feature in Sprinklr Service is considered for its versatility and alignment with complex, multi-channel customer service operations. However, some users report a learning curve due to the system's complexity and the wide array of tools Sprinklr offers.

maqsam

Maqsam customers often highlight the functional setting up and adjusting call flows, in addition to the traditional call management features. However, some users report connectivity issues, particularly when the internet connection is unstable, which affects call quality.

Callgear

Callgear’s call flow customization feature, often referred to as "Call Scenarios," provides a notable approach to managing incoming calls.This allows users to direct calls effectively based on specific rules and preferences.

3CX

3CX’s call flow customization feature is marked by its call flow designer (CFD). It allows users to create complex, automated call flows and voice applications without programming knowledge. However, its effectiveness can be hindered by occasional configuration issues and varying call quality, according to some user reviews.

Genesys

The call flow customization feature in Genesys is part of its Architect tool, which allows users to design, customize, and manage call flows for a range of inbound and outbound interactions. However, feedback also indicates that the complexity of Genesys’ customization options may require a learning curve, and some users report needing technical support to utilize the tool fully.

Avoxi

AVOXI’s call flow customization feature, known as the Flow Builder, which manages routing needs.However, some users noted that more advanced import features, such as the ability to bring in existing IVRs, are currently not supported.

Ameyo

The call flow customization feature in Ameyo, a cloud contact center solution by Exotel, is appreciated for its functionality. However, it is sometimes limited by complexity and dependence on technical support. However, customization options may require support requests, as some users find setting up complex call flows without technical assistance challenging.

Voiso

Users can set up call experiences, incorporating multi-level IVR systems to operate caller navigation and provide self-service options.

Bevatel

Bevatel includes an interactive voice response (IVR) system that automates responses to frequently asked questions and guide callers through pre-set options.

Globitel

Globitel's call flow customization feature is primarily integrated within its SpeechLog suite, which includes capabilities for call recording, quality management, and analytics. Some specific user reviews on the call flow customization feature were limited.

Knowlarity

One of the features noted by users is the practicality of setting up and operating call flows, which allows businesses to manage their needs. However, some critiques have emerged regarding user experience, particularly with the dashboard's design and navigation.

NICE

The all flow customization feature in NICE CXone is recognized among users for its average flexibility. However, some users mentioned the technical support could be improved, particularly regarding responsiveness and the need for up-to-date call samples during troubleshooting

B- Flexibility

IVR systems should adapt to the market changes and needs so businesses can easily align with regular developments, especially for inbound calls. This makes business plan adjustments easier and more efficient so they can align with customer satisfaction.

ZIWO

One of ZIWO’s highlighted features is the ability to design customized IVR menus that enhance customer interactions, allowing for personalized greetings and effective call routing.

Sprinklr

One of the features is the IVR canvas, which provides a visual way to build and modify call flows using various node. It enables setting language preferences, playing messages, and redirecting calls to agents. Some reviews suggest that adequate training may be required to fully leverage the platform's capabilities.

maqsam

Users appreciate the ability to create reasonable interactive voice response (IVR) flows for their specific business needs. Some reviews note occasional issues with connectivity and mobile app performance.

Callgear

Callgear enables businesses to set up call scenarios that operate call handling according to their needs, such as scheduling and lead management.

3CX

3CX IVR system's customization features are adequate. However, some reviews mention that the complexity of these options can be overwhelming, particularly for users without extensive IT support.

Genesys

Users note the ability to pre-set IVR messages and call routing to reasonably interact with business needs. Making changes to the IVR setup can be time-consuming and requires significant IT resources.

Avoxi

Users recognize the platform's ability to manage call routing strategies, such as self-service routing, direct routing, time-based routing, and skills-based routing. However, there are some concerns regarding initial setup and configuration, particularly with the multi-level IVR systems.

Ameyo

Users have appreciated its scalability and the ability to operate IVR menus that align with brand messaging and customer journeys. But still, there are considerations regarding cost and performance stability.

Voiso

The system supports various queuing strategies, which can be customized to adequately deal with different business models and call center requirements.

Bevatel

Users appreciate the ability to customize voice messages and manage call flows, which allows businesses to manage their interactions according to customer needs.

Globitel

It can deal with varying volumes of calls and business expansions without compromising performance. This is crucial for companies that anticipate growth or seasonal fluctuations.

Knowlarity

Many users recognize the system's average ability to cover various business needs, particularly emphasizing its cloud-based nature. This enables deployment and access from anywhere. Users report that adding or changing IVR options can lead to high charges, which may discourage ongoing adjustments. This issue points to a potential limitation in flexibility.

NICE

Some users have pointed out challenges with complex script configurations and occasional issues with call connections, such as dropped calls or misdirected calls. Users regard the available customization options, allowing organizations to create call scripts and reports made for their needs.

C- Security and Compliance

Security and compliance are crucial for any organization on using an IVR system. As it will guarantees that the business is not affected by any fraud crimes and cyber attacks. Users should be sure that there is no data leakage or any misuse.

ZIWO

ZIWO emphasizes its compliance with major regulations like GDPR, which is crucial for businesses operating in or with clients in the EU. The platform also highlights its ISO 27001 certification, indicating adherence to international standards for information security management systems. This IVR system also utilizes SSL and SSH encryption to protect data during transmission.

Sprinklr

Sprinklr's IVR system is recognized for its security and compliance capabilities, supported by adequate features and performance metrics. However, potential users should be prepared to invest in training and administration to fully leverage these capabilities.

maqsam

The platform manages sensitive data through encryption and implements data handling protocols, ensuring that customer information is considered safe from unauthorized access.

Callgear

Callgear offers various security capabilities such as encryption, which operates data during transmission and storage. This is crucial for businesses that handle confidential information.

3CX

3CX has actively responded to security incidents, including a notable breach reported in early 2023. The company has collaborated with cybersecurity experts to conduct thorough investigations and has developed its security policies to prevent future issues.

Genesys

Genesys supports several standards, including PCI DSS, HIPAA, and SOC 2, allowing customers to navigate regulatory landscapes more effectively. For data protection, they use Transport Layer Security (TLS) for data in transit and Advanced Encryption Standard (AES-256) for stored data.

Avoxi

Avoxi implements security protocols, including voice encryption to adequately deal with voice communications and check compliance with data security standards. The platform moderately interacts with various compliance requirements, making it reasonable for industries that prioritize data protection and regulatory adherence. This includes considerations for PCI compliance.

Ameyo

Users consider Ameyo's features such as Single Sign-On (SSO) capabilities using protocols like SAML and OAuth, which manage access while maintaining security. Some users have pointed out areas for improvement, such as the need for enhanced user interface and stability.

Voiso

Voiso employs various security measures, including role-based access controls, call recording, phone number masking, and secure communications protocols like TLS and SRTP. The platform is designed to comply with DNC (Do Not Call) regulations and provides features like DNC.

Bevatel

Bevatel employs security protocols, including two-step verification and one-time passwords (OTPs). The importance of compliance with standards such as PCI DSS and GDPR is emphasized, as failure to comply can lead to severe penalties. The system addresses common vulnerabilities that IVR systems face, including phishing and data interception threats.

Globitel

Globitel SpeechLog Call Recorder allows organizations to capture and store calls under moderate security, operating compliance with standards that require detailed record-keeping. While specific user reviews focusing solely on security features are limited. The system addresses several common IVR security vulnerabilities, such as caller authentication and the risk of denial-of-service (DoS) attacks.

Knowlarity

Knowlarity employs measures to ensure data protection, which is essential for compliance with various regulations. However, specific details on encryption methods and data protection protocols are less frequently discussed in user reviews, which might imply that potential customers should inquire directly about these aspects.

NICE

NICE utilizes AI-driven voice authentication technology to enhance security. This method verifies customers based on their unique voiceprints, reducing reliance on traditional knowledge-based authentication (KBA), which has been increasingly vulnerable to fraud. This is particularly important as call centers often handle personally identifiable information (PII).

D- Uptime

Any business with an uptime close to 100% will always be a good option. This helps it develop a good reputation that keeps its clients’ base and protects their satisfaction. Each downtime leads to the breakdown of all the customer services the business offers the callers. Long downtimes threaten the client's trust in the business's capabilities, which makes them a crucial factor.

ZIWO

Sprinklr

maqsam

The platform manages sensitive data through encryption and implements data handling protocols, ensuring that customer information is considered safe from unauthorized access.

Callgear

Callgear offers various security capabilities such as encryption, which operates data during transmission and storage. This is crucial for businesses that handle confidential information.

3CX

Genesys

Avoxi

Ameyo

Voiso

Bevatel

Globitel

Knowlarity

NICE

Market Feedback: User Reviews and Expert Opinions

You have to choose the features you want in the cloud call center software because there are a lot of possibilities. After that, you can ascertain if people consider the characteristic to be advantageous or disadvantageous. If the program is professional, you will add it to your shortlist; if not, you should remove it. In this part, we will carefully balance the benefits and drawbacks of each choice with an emphasis on transparency and objectivity.

ZIWO

The platform receives positive feedback for its ease of use, user-friendly interface, and straightforward deployment, making it accessible to teams of varying technical expertise. Many users find the call quality to be reliable and clear, and they appreciate ZIWO’s flexibility in supporting international calls. The live dashboard feature enables real-time tracking, allowing supervisors to monitor agent performance effectively and ensure quality service.

Sprinklr

Reviews highlight that the Sprinklr Service IVR System performs adequately in terms of availability, earning moderate ratings from users for reliability and operational uptime. By using natural language processing (NLP) and real-time analytics, Sprinklr’s IVR directs customers to relevant support, reducing the time needed to resolve issues and enhancing the overall customer experience. However, some users mention limitations in customization and note that reporting tools could be more intuitive.

maqsam

Maqsam’s IVR system is generally recognized for its usability, features, and customer support. Many users find its interface modular. They appreciate that it provides essential functionalities in one place, such as call recording, summaries, and transcriptions, which manage call handling and performance tracking. The live dashboard feature, which gives real-time insights into call flows, is also appreciated for operating decision-making in the call center. However, there are some concerns, particularly around call stability and occasional issues with the mobile app. Some users report frequent disconnections during calls and delays in audio quality, which affect user experience, especially in high-demand scenarios. Another point of feedback involves its mobile app; users have noted that loading times can be slow and calls sometimes display an incorrect country code to recipients, which can be confusing.

Callgear

The system sustains integration with other tools like Google Analytics and Zoho CRM. It allows businesses to leverage call data to some extent in their sales and marketing efforts. Additionally, CallGear offers 24/7 support and a range of features designed for contact centers, such as call monitoring and reporting, real-time analytics, and lead management. These features contribute to an average customer experience, enhancing operational efficiency and the professional appearance of businesses using the platform.

3CX

It is noted for its mobile app. It allows employees to make and receive calls from their mobile devices as if they were at their office extension, supporting remote work. The platform is recognized for its user-friendly interface, and it manages setup with zero-touch provisioning, helping businesses scale to a limit. This system includes traditional features such as IVR, call routing, call queues, voicemail transcription, and real-time analytics.

Genesys

The Genesys IVR system is recognized for its features, which include self-service options and integration with various communication channels. Reviews note its speech-enabled IVR, which uses speech recognition to create adequately natural and slightly engaging interactions for customers. This system offers IVR journeys that might change based on the customer's needs. However, it is generally recommended for larger enterprises or businesses with more complex needs due to its higher cost and extensive feature set.

Avoxi

Users appreciate Avoxi’s usability and customer support, particularly the live chat and phone support options. Many also note its ability to manage multiple phone lines and its cloud-based infrastructure that reduces hardware dependency. However, some users report issues with the mobile app’s reliability and occasional glitches in voicemail systems. Additionally, while the platform integrates well with various business tools like Salesforce, users have experienced occasional delays in CRM integration and some service interruptions, especially during peak times.

Ameyo

One of the adequate aspects of Ameyo is interface, which many users report is easy to navigate. Additionally, the platform integrates with several CRM tools, including Zendesk, Zoho, and Microsoft Dynamics, allowing agents to manage customer data without switching between systems. However, some users have mentioned connectivity issues, including lags and poor integration with certain network configurations. While it offers valuable features, it is also noted that Ameyo may not be the most cost-effective solution compared to its competitors.

Voiso

Reviews highlight usability, with many users appreciating the interface and integrating it into existing business processes. The system's reporting and analytics tools include real-time and historical data tracking over 50 metrics. They have been practical tools for improving decision-making. Additionally, Voiso’s customer service is recognized, with many users noting the responsiveness and support they receive. However, some users have mentioned that there are a few features still in development, such as WhatsApp message searching and SMS functionality.

Bevatel

One of Bevatel's points of recognition is automated routing options directing callers to the correct department. Also, it might give them self-service options for common inquiries, like subscription renewals or account balances. This feature saves both time and operational costs, handling customer service while reducing the burden on support teams. Additionally, it offers modular reporting, call tracking, and survey capabilities that allow companies to monitor service quality and improve customer satisfaction.

Globitel

Reviewers recognize that Globitel interface, making it accessible to teams without deep technical knowledge. The solution offers features like call-back functionality and intelligent call queuing. However, some users mention that businesses may need additional IT support to fully optimize the system and address any complex configurations.

Knowlarity

While the system handles both inbound and outbound calls, it has some drawbacks. For example, users have reported that modifications to the IVR system, such as adding options or making changes to existing configurations, can incur high costs, which may deter businesses from adjusting their setup once implemented. Additionally, some reviewers have highlighted occasional issues with call quality, particularly with international calls, where the sound may drop or become choppy.

NICE

The platform's security and compliance features are particularly noted, built on NICE CXone's Open Cloud Platform. This infrastructure achieves availability, handles the risk of downtime, and manages service delivery. It is recognized for providing data protection to safeguard sensitive information. NICE CXone's also integrates with other systems and tools. However, its wide range of features can come with a steep learning curve, and some users have noted that it may feel overwhelming for smaller organizations or those with basic needs. Despite this, it remains a popular choice for large enterprises looking for a scalable, highly customizable, and secure solution for managing customer experiences.

Implementation and Integration Capabilities Across Providers in the UAE

Every call center solution can integrate with a different set of applications. This section will show how many applications each solution has, what category it falls under, and what those apps are called. Thus, you can choose the cloud call center software that best suits your needs and preferences.

Software	Number of Apps	CRM	Task Management	POS
ZIWO	15*	Salesforce, Zoho, Zapier, Microsoft Dynamics 365, Intercom, Hubspot, Calabrio, Pipedrive, Azure, Freshsales, Odoo, Kommo;	Freshdesk, Zendesk;	Foodics;
Sprinklr	7	Microsoft Dynamics 365, Oracle B2C Service, Salesforce Service Cloud Lightning, SAP Service Cloud (C4C), ServiceNow, Zendesk Support;	Discourse;	N/A;
Maqsam	8	Salesforce, Zoho, Intercom, Hubspot, Pipedrive, Freshdesk, Salesloft, Zendesk;	N/A;	N/A;
Callgear	9	Pipedrive, Leadsquared, amoCRM, Britix24, Zoho, Hubspot, Odoo, Kommo, Zapier;	N/A;	N/A;
3CX	14	Britix24, Connectwise, Kommo, Freshdesk, Pipedrive, Microsoft Dynamics 365, Zoho, Hubspot, Odoo, mongoDB, Salesforce, SQL Databases, Vtiger, Jetpack CRM;	N/A;	N/A;
Genesys	≈100	Konnect Tickets, ServiceNow Connector, Smart Connector for Salesforce, UNFYD® LINK, Microsoft Dynamics Data Actions, Microsoft Dynamics CTI Connector, Oracle Engagement Cloud Connector, Siebel Connector, Dynamics 365 Connector, Smart Connector for Dynamics 365, Salesforce Data Actions, ZOHO CRM CONNECTOR, Sugar CRM Connector, Salesforce CTI Connector;	Zendesk. Freshdesk;	N/A;
Avoxi	12	ActiveCampaign, Help Scout, Hubspot, Intercom, Microsoft Dynamics, Pipedrive, Salesforce, Zoho;	Zendesk, Freshdesk;	N/A;
Ameyo	13	Freshdesk Mint, Zoho, Kapture, Microsoft Dynamics 365, Lead Squared, Zohodesk, Freshsales, Salesforce;	Zendesk;	N/A;
Voiso	12	Salesforce, Zoho, HubSpot, ProftIT, Zapier, Make.com, Bitrix24, Leverate, Pipedrive;	;	;
Bevatel	9	Freshworks, Microsoft Dynamics 365, Zoho, Odoo, Salesforce, Vtiger, Zapier;	Zendesk;	Foodics;
Globitel	0	N/A;	N/A;	N/A;
Knowlarity	11	Freshworks, Microsoft Dynamics 365, Zoho, Salesforce, Vtiger, Hubspot, Leadsquared;	Zendesk;	N/A;
NICE	9	Microsoft Dynamics 365, Oracle, Salesforce, Bullhorn, SugarCRM, Netsuite, Servicenow;	Zendesk;	N/A;

Cost Analysis: Comparing Pricing Models of Top Providers

IVR systems vary in price according to their features and capabilities. The needs of the company and its size determine which range is best. Additionally, can consumers utilize more sophisticated features, or can their talents match their fundamental functions? The price increases with the sophistication of the features.

1- Ziwo

Depending on the features that businesses require, Ziwo delivers the perfect price which makes its plans flexibel and efficient.

Plan	Cloud Contact Center (USD/User/Month)
Quarterly Billing	109
Annual Billing	82

2- Sprinklr

Sprinklr’s pricing is limited and unclear to users and businesses, as it’s not disclosed directly via official channels like the website. The basic plans are provided; however, the plans that include add-ons need a direct approach from the provider.

Plan	Self-Serve Customer Service Solution (USD/Seat/Month)
Monthly Billing	199
Annually Billing	249

3- Maqsam

Users in the UAE generally find Maqsam's pricing plans fair and aligned with the value it provides, particularly for small to medium-sized businesses. The platform offers a straightforward, pay-as-you-go model with no hidden fees. Customers appreciate the simplicity and flexibility of its pricing structure, which allows them to scale based on usage and business needs.

Plan

Telephony (USD/Seat/Month)

Messaging (USD/User/Month)

Telephony & WhatsApp Messaging (USD/User/Month)

Total Package

(USD/User/Month)

Maqsam

Starts from 45

Starts from 10

Starts from 50

Starts from 105

4- Callgear

Many users appreciate the feature set, including call tracking, CRM integrations, and customizable analytics, but some express concerns about additional costs for advanced features like speech analytics (AED 359/month) and API integrations.

Plan	Starter (AED/Month)	Pro (AED/Month)	Elite (AED/Month)	Dubai VIP (AED/Month)
Callgear Virtual Telephony	105	240	500	900
Callgear Omnisolution	160	360	750	1200
Callgear Text Communications	105	240	500	900
Callgear Inbound Analytics	99	210	549	-

5- 3CX

Users appreciate the scalability and features of 3CX, including call recording, integration with CRM systems, and support for various deployment options (on-premise or cloud). However, some find its advanced settings complex to navigate initially. The pricing structure is especially beneficial for businesses that prefer system-wide licensing over user-based costs.

Plan

3CX SMB

Small Business (USD/Year)

3CX PRO

Professional (USD/Year)

3CX ENT

Enterprise (USD/Year)

3CX

213.30

486.75

541.45

6- Genesys

Users of Genesys call recording software in the UAE generally view its pricing plans as robust but better suited for medium to large enterprises due to their higher cost structure.

While many users appreciate its user-friendly interface, comprehensive features, and scalability, there is criticism regarding the inflexibility of pricing, particularly for smaller businesses. Some customers feel that the pricing policies could be more adaptive to suit diverse business needs. Additionally, the cost of add-ons can increase the total expenses significantly, which some consider a drawback.

Plan

Genesys Cloud CX 1

For voice contact centers

(USD/User/Month)

Genesys Cloud CX 2

For omnichannel contact centers

(USD/User/Month)

Genesys Cloud CX 3

For omnichannel contact centers with full Workforce Engagement Management (WEM)

(USD/User/Month)

Genesys Concurrent License

110

170

230

Genesys Named License

115

155

7- Avoxi

Users of AVOXI call recording software in the UAE generally appreciate its pricing structure for its flexibility and value, but it comes with some considerations depending on business size and requirements. AVOXI offers three main pricing plans, starting with the free plan.

Launch Plan: Free per user/month (billed annually), suitable for small businesses. It includes basic features like call recording, international number options, and virtual attendants.

Plan

Contact

Add agents, workflow management

and advanced analytics

(USD/User/Month)

Engaged Enterprise

Full engagement management

for your contact center

(USD/User/Month)

Avoxi

Starts at 24.99

Starts at 49.99

8- Ameyo

Users often find the pricing of Ameyo higher than some competitors, especially when implementing additional modules or custom features, which might strain budgets for smaller UAE businesses. It’s worth noting that the monthly fee is 61 USD for each user, irrespective of whether they are an agent or a supervisor.

9- Voiso

Users in the UAE generally appreciate Voiso's pricing model for its flexibility and scalability, as it charges only for active users. This makes it appealing for businesses aiming to optimize costs, especially for small and medium-sized enterprises (SMEs). The monthly pricing starts at $79 per active user for the Pro plan, which includes AI speech analytics, CRM integration, and messaging app capabilities. Larger enterprises may opt for the Pro+ plan at $129 per active user, offering unlimited storage and enhanced security features. A custom pricing option is also available for tailored needs.

However, some users have expressed concerns about the strict payment policies. They report operational disruptions if payments are delayed due to technical issues, impacting revenue for businesses relying heavily on the software. Despite this, most users find Voiso's pricing reasonable compared to competitors, emphasizing its value for money due to its feature-rich platform and robust customer support.

Plan

Start-up

Call center fundamentals

(USD/User/Month)

Pro

Omnichannel contact centers

(USD/User/Month)

Pro+

For enterprise-sized organizations.

(USD/User/Month)

Voiso

129

10- Bevatel

Users of Bevatel call recording software in the UAE generally view its pricing plans favorably, appreciating its affordability and value for money. While the exact pricing is not publicly disclosed, it appears to be customized based on specific business needs, requiring potential clients to contact the vendor for details. Bevatel does not offer a free version or trial, which might influence decision-making for cost-sensitive users

	Monthly (USD/User/Month)	Quarterly (USD/User/Month)	Semi-quarterly (USD/User/Month)	Annually (USD/User/Month)
Startup	79.60 132.85	75.62 126.21	71.64 119.57	59.70 99.64
Medium-size Businesses	186.10 265.97	176.79 252.67	167.49 236.71	139.57 199.48
Large Enterprises	N/A	N/A	N/A	N/A

11- Globitel

Globitel's pricing in the UAE appears to vary depending on the solution and deployment specifics. Its Performance Management Platform offers a one-time flat rate of $25,000, with no free version but a free trial available. Payment structures for other services are not explicitly listed, as Globitel typically follows a "contact for pricing" model to tailor costs to client needs. This approach aligns with its focus on delivering customized telecom and customer experience solutions.

UAE users appreciate Globitel's robust features, such as real-time reporting and customizable KPIs, particularly for call centers and telecom operators. However, some find the initial costs steep, especially for smaller businesses, and would prefer more flexible pricing options.

12- Knowlarity

Users in the UAE have mixed opinions about Knowlarity's pricing plans. While the platform is generally considered cost-effective for larger teams (five or more agents), especially when compared to competitors like Ozonetel and Exotel, there are notable challenges regarding cost transparency and post-setup expenses.

Although Knowlarity provides a variety of features, some users feel that the details regarding what is included in each plan could be clearer. This lack of transparency may lead to misunderstandings about what businesses are actually getting for their investment.

Inbound Call Center (USD/Month)	Inbound & Outbound Call Center (Rs/Month)	Inbound & Outbound Call Center +lead management software (Rs/Month)
23.81	35.72	41.67

For Toll-Free numbers, here are the yearly plans:

Basic Plan (Rs)	Advance Plan (Rs)	Premium Plan (Rs)
250.10	343.00	550.22

13- NICE

Reviews highlight that while NICE CXone is feature-rich and suitable for large-scale operations, some users feel the costs can escalate with additional features and advanced support services. The platform's robust tools, like omnichannel routing and quality management, justify the pricing for enterprises requiring those capabilities. However, smaller organizations might find the cost harder to justify.

Some users have expressed concerns about the complexity of certain functionalities and the need for additional expertise (e.g., API usage) to fully leverage the platform. These factors can affect perceived value, especially if the advertised features require extra resources to implement effectively.

Interaction orchestration is the primary solution that NICE provides to businesses for managing digital and phone communications. Here are the prices for each tier.

Digital Agent (USD/User/Month)	Voice Agent (USD/User/Month)	Omnichannel Agent (USD/User/Month)
71	94	110

The other category represents the call center management system with analytics tools, which provides managers and supervisors with a more comprehensive view of the center's performance.

Essential Suite (USD/User/Month)	Core Suite (USD/User/Month)	Complete Suite (USD/User/Month)
135	169	209

Balanced View: Pros and Cons of Each Provider for the UAE Market

With so many alternatives available, you have to choose the functionality you want in your cloud call center software. After that, you may ascertain if the trait is considered advantageous or disadvantageous. If it is a professional program, you will be included to your shortlist; if not, you should remove it. The benefits and drawbacks of each choice will be carefully considered in this section, with a commitment to transparency and impartiality.

ZIWO

Strenghs

Feature-Rich for Daily Workflows: ZIWO provides essential contact center features like IVR, call tracking, CDR, and call whispering, which streamline daily communication tasks.
Accurate Reporting: The platform offers precise reporting capabilities that aid in monitoring team performance and driving continuous improvements.
Unique Features: ZIWO stands out with features not commonly available in competitors, like disabling call waiting and providing a dedicated calling channel.
High Voice Quality and Reliability: Users note exceptional voice quality and reliable uptime, essential for uninterrupted communication.
Intuitive System Integration: ZIWO’s system integrates seamlessly with company IVR systems, and it automatically prevents interruptions by blocking additional calls when one is already in progress.

Weaknesses

Support Needs Improvement: While support is available 24/7, some users feel the quality of assistance could be enhanced.
Configuration Enhancements Needed: Users would like additional configuration options, such as easier export of call results and display of media IDs, which would streamline IVR setup and other processes.

Sprinklr

Strenghs

Efficiency and Automation: Sprinklr automates email campaigns, IVR, and outbound calling, slightly reducing manual work and enabling a more targeted approach for marketing and service tasks.
Customer Insights: Integrates well with other Sprinklr tools (e.g., Modern Care Platform), providing a 360-degree view of customer interactions and enabling better understanding of customer needs.
Call Routing and IVR Capabilities: Ensures calls are directed to the appropriate agents, handling customer support and managing call center operations.
Interface: The platform’s interface is straightforward and adequately navaigable, allowing for handling of voice contacts with customers.
Analytics: Sprinklr Voice offers reporting and analytics tools, which help businesses track customer inquiries and feedback.

Weaknesses

Communication on Updates Lacks: Users would appreciate more frequent updates and notifications on product improvements.
Initial Setup Issues: Initial configuration for voice features can be challenging, requiring adjustments to stabilize the system.
Feature Delivery Delays: Backlogs can delay the implementation of customized features, impacting businesses seeking timely adaptations.

maqsam

Strenghs

Interface and Setup: Average platform for its usability and setup, making it suitable for freelancers and small organizations without extensive setup costs.
Integration Options: Provides integration possibilities with other tools and applications, enhancing flexibility.
Free Trial Without Credit Card: Allows users to try the service without the need to input payment details, which makes onboarding simpler.

Weaknesses

Limited Admin Controls for IVR: Users wish for more control over account features, particularly for managing and configuring IVR settings.
High Usage-Based Pricing: Some users find the pricing for Maqsam’s network on the higher side, which could be a concern for those with heavy usage requirements.

Callgear

Strenghs

Capabilities for Sales and Marketing: CallGear is used for tracking lead generation campaigns, evaluating agent performance, and training since it provides capabilities like voice analytics, call recording, configurable dashboards, and reporting tools.
Customer Support: Customers regularly comment on the support they receive, mentioning particular employees for their promptness and attentiveness.
Speech Quality and Dependable Communication: CallGear's stable speech quality, international telephony, and ability to provide communication across geographical boundaries are noted by users.
Interface: Even for people without a lot of technical experience, the app and back-end dashboard are renowned for being simple to use and intuitive.
Integration Features: CallGear manages workflow automation and data consolidation by integrating effectively with well-known CRMs like Kommo and Hubspot.
Scalable and Adaptable: CallGear is a scalable solution that can be used by companies of all sizes, from start-ups to multinational conglomerates, particularly those with dispersed workforces.

Weaknesses

Aggressive Marketing Strategies: CallGear has been criticized by some customers for making unwanted marketing calls, which has harmed their relationship with the business.
Initial Setup Problems: A small number of users experienced initial configuration problems, however assistance was able to help them most of the time.

3CX

Strenghs

Feature Set: Features include call recording, IVR, real-time monitoring, WebRTC web meetings, call routing, and mobile support. Users note the integration of web and mobile applications, enabling remote work.
Compatibility and Integration: 3CX supports various SIP trunk providers, top IP phone brands, and integrates with popular CRMs like Salesforce, Google Contacts, and Office 365.
Backup and Recovery: The system includes automated backup and restore options, which minimize downtime and support disaster recovery.

Weaknesses

Complex Initial Setup: Configuring the system can be time-intensive due to requirements like SSL certificates and a fixed IP address. Although these enhance security, they may present challenges for new users.
Customer Service and Sales Model Issues: Some users report inconsistent support quality and find the sales model reliant on resellers, which complicates direct purchases and renewals.
IVR Performance Issues: The IVR occasionally suffers from poor audio quality or stalls, which can lead to delays during inbound calls.
Limited Granular Access Control: Admins face challenges with a lack of granular permissions, making it difficult to manage user-specific settings without granting broader access.

Genesys

Strenghs

User Interface: Users appreciate the interface, ease of setup, and management features, making it accessible for new users and navigable for support teams.
Features: Genesys Cloud CX offers a moderate range of built-in features, including workforce management, chat, messaging, QA, outbound dialer, gamification, and transcription.
Integration and APIs: The platform supports integration with other modular applications and provides accessible APIs for customization, enabling implementation into existing workflows.
Customer Experience: call routing, callback options, and prompt handling of urgent queries manage customer satisfaction by connecting customers to appropriate support.
Global Support and Versatility: Users appreciate the platform's ability to support global operations, allowing consistent contact center standards across various locations.
Remote Work and Multi-Channel Communication: The platform’s WebRTC integration achieved work-from-home transitions during lockdowns. Additionally, it allows testing across channels, such as email, messaging, and chatbot functions.
Salesforce Integration: Genesys Cloud’s integration with Salesforce operates agent productivity through workflows and by providing access to customer information.

Weaknesses

Limited Reporting and Dashboards: Users report limitations in data visualization and reporting capabilities. The dashboards lack customization, and reports often require exporting data to Excel for further analysis.
Incomplete Feature Releases: Some users feel that new features, like transcription customization and NPS surveys, lack critical capabilities or reporting functionalities. These releases sometimes seem rushed and underdeveloped.
Technical Support Challenges: Issues with customer support responsiveness and troubleshooting processes, particularly during critical integrations, have caused frustration.
UI Stability and Browser Compatibility: Recent UI changes and browser compatibility issues, especially with Chrome, have caused service disruptions, missed calls, and general instability.
DevOps and Deployment Inefficiencies: The platform lacks automation for DevOps processes, requiring manual deployments that users find cumbersome.
No Bulk Data Loading: For large datasets, such as bulk DID uploads, Genesys does not offer streamlined, efficient bulk-loading options.
Limited Omnichannel Survey Options: Users point out limitations in survey delivery options, with NPS surveys restricted to email without SMS, IVR, or web delivery alternatives.

Avoxi

Strenghs

Suitable to Manage and Update: Users note the accessibility to independently make and manage updates.
Support for Remote Work: Avoxi supports remote work, which became essential during COVID-19. Users can adjust recordings and reroute common questions, helping to process customer service operations.
Customer Support: The Avoxi support team, especially representatives like Hudson Cole, receive recognition for their helpfulness and collaboration, making it simple for users to get assistance when needed.

Weaknesses

Limited Analytics and Reporting: The analytics feature has room for improvement, particularly in readability and clarity. Users would benefit from metrics distinguishing unique calls from repeat hits on the IVR system, allowing a more accurate assessment of call volume.

Ameyo

Strenghs

Feature Set: Users recognize Ameyo's all-encompassing approach, supporting voice, social network integration, IVR, outbound calling, and CRM integration, which together make it suitable for a modern contact center.
Interface: The platform has an average interface, particularly around the dialer, allowing for call management. Integration with tools like LeadSquared further achieves efficiency by allowing lead-calling workflows.
Voice Quality: Ameyo delivers a reasonably clear calling experience, which users find essential for maintaining customer interactions.

Weaknesses

Complex Call Recording Interface: The call recording page is challenging to navigate due to numerous filters, making it harder for users to locate specific recordings efficiently.
Inconvenient Carrier Selection Process: Users find it cumbersome to log in each time to select carriers, which interrupts workflow and reduces efficiency.

Voiso

Strenghs

Voiso's IVR system has received adequate feedback, particularly from companies that appreciate an omnichannel contact center with global reach. Voiso include average interface, CRM integration, and quality voice calls that address interruptions. Users also note its visual flow builder, which achieve design IVR flows, skill-based call routing, and a billing model. The real-time dashboards and reporting tools further enable managers to monitor operations and track performance.

Weaknesses

Voiso has some limitations. The interface for features like call recording can feel complex due to many filters, making it harder to locate specific records. Additionally, the system currently lacks some advanced communication functionalities, such as inbound SMS support and conversation history for WhatsApp, though these are reportedly in development.

Bevatel

Strenghs

Bevatel's IVR system receives reviews for its usability and customer support, making it anoption for companies looking to deal with customer interaction. Its intuitive interface operates IVR and call management. Reviewers also recognize Bevatel’s integration with CRM tools, which handles workflow and remote operations.

Weaknesses

Poor Customer Support: Multiple users express frustration over Bevatel’s slow response time and lack of follow-up support after service activation. Customers feel neglected after initial sales, with some reporting difficulties in reaching management or getting issues resolved effectively.
Frequent Technical Issues: Users commonly report that the system has frequent malfunctions, causing service interruptions at least bi-weekly. These technical issues lead to reliance on support, which compounds frustration due to unresponsive assistance.
Lack of Transparency and Delays in Service Activation: Bevatel has been criticized for prolonged service activation times and inconsistent communication. Many users describe significant delays in service setup after payments, sometimes lasting months, and experience unfulfilled promises regarding refunds or adjustments.
Sales Tactics vs. Service Quality: Customers feel misled by the contrast between the sales experience—where the team is attentive and persuasive—and the lack of support post-subscription. Complaints also include deceptive sales tactics, like the assurance of guaranteed refunds, which are then difficult to claim.
Complicated and Outdated Interface: The platform’s user interface is described as “primitive” and “cumbersome,” with usability issues such as the absence of a logout button and slow system performance, which detract from the user experience.

Globitel

Strenghs

Efficient Call Routing and Scalability: The Globitel IVR is noted for routing calls. This handles customer service efficiency and processes wait times.
Customizable and Versatile: It offers an averagelevel of customization to match business-specific requirements, allowing for call flows management and diverse language options.
Customer Experience: Features such as multi-level menus manage customer interactions, providing customers with balanced responses to their inquiries.

Weaknesses

Complexity in Setup and Maintenance: Some users find the initial setup and ongoing maintenance of the IVR complex, especially for smaller organizations that may lack specialized IT support.
Cost Considerations: Given the advanced features, the system can be costly, particularly when compared to more budget-friendly IVR solutions on the market.
Potential Learning Curve: Businesses might experience a learning curve, as mastering all customization and integration options may require additional training.

Knowlarity

Strenghs

Deployment: Knowlarity provides an almost ready-made telephony solution that can integrate with existing systems.
API Integration: The system includes a broad range of APIs, enabling ] connections with other software and platforms, making compatible with moderate range of business setups.

Weaknesses

High Costs for Post-Deployment Changes: Knowlarity can be expensive to modify after the initial setup. For example, adding new IVR options or modifying call flows involves additional charges that can be significant, potentially discouraging updates.
Limited Flexibility: The system’s structure may limit customization, making it less suitable for businesses that anticipate frequent changes in their telephony requirements.

NICE

Strenghs

Implementation: Many users appreciate its setup and deployment, especially compared to legacy systems, allowing businesses to implement solutions like IVR and ACD in a fraction of the time. The software integrates with CRM solutions, which supports functions like screen pop, IVR customer lookup, and dialer list management, enhancing customer interaction efficiency and enabling agents to manage multiple media types (voice, chat, email, SMS) seamlessly within one platform.
Interface: Additionally, CXone platform offers IVR, ACD, Workforce Management (WFM), and Quality Assurance (QA) within a single interface. It manages multi-channel routing and operational efficiency. Users also note responsive customer support for areas that are functioning as expected, in areas like phone reporting and the overall design of the ACD system.

Weaknesses

Poor Capabilties: One notable challenge is that while CXone is an integrated, multi-channel platform, some features are not as robust as specialized point solutions. For example, its handling of digital channels like chat and email lacks full forecasting capabilities and interval-level data analysis. Users working with NICE’s Digital First Omnichannel (DFO) chat and email options report significant limitations in historical data access, making it challenging to generate essential metrics such as Average Handling Time (AHT) and Service Level (SL) for interval forecasting.
Limited Reports: Additionally, CXone's reporting functions are described as limited and cumbersome. Users note that they often have to manually retrieve extensive data reports, especially if they lack expertise in using APIs, which are required to unlock more advanced reporting options. Another drawback is that advanced support for DFO tools incurs additional costs and is limited in technical depth, making it difficult to resolve complex issues swiftly.